Customer Service Specialist (Revenue Services)

THE POSITION

With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

To perform difficult and complex technical public contact and record keeping work related to billings, taxes, fees, and services; processes transactions and independently resolves problems related to complaints and inquiries according to established City standards and procedures.

This is the advanced-journey level class in the Customer Service series. The Customer Service Specialist class works under minimal supervision, and is considered the technical expert of the series having the knowledge and authority to handle issues beyond the first attempts of lower-level Customer Service staff. The Customer Service Specialist level may be assigned to lead lower-level Customer Service staff. This class is distinguished from the Customer Service Supervisor class in that the latter is the full supervisory class, responsible for a customer service unit, operation, or special program. This class is distinguished from the Customer Service Representative class in that the latter is the journey-level class in the series where incumbents work under immediate supervision.

General supervision is provided by a Customer Service Supervisor or higher-level management staff. The Customer Service Specialist may provide lead direction as assigned.

Essential Duties And Responsibilities

• Provide lead supervision of staff, and adjust work schedules and assignments as needed to ensure adequate coverage of telephone and public counter operations; assist supervisor in overseeing the completion of daily assignments and special projects.
• Represent the City and the department to the public, callers, and visitors in a professional and effective manner over the telephone and at a public counter; answer and respond to a high volume of phone calls; follow general customer service policy and procedure.
• Interact with customers to respond to complaints and inquiries; contact customers as needed regarding service accounts, fees, licenses, permits, and service level; assist staff in the resolution of complex and difficult customer service problems; transfer call, and/or direct callers to department/unit as requested.
• Calculate and collect payments for various City services, and ensure all requirements are met; initiate billing; collect opening, current, and closing payments and fees; perform collection efforts on delinquent accounts for City services; complete refund request; and calculate and process claims on bankrupt and deceased creditors; interface with department staff as needed.
• Research and retrieve information, and analyze accounts to reconcile errors and modify account transactions; review and interpret billing statements; authorize the removal of penalties and issuance of credits or refunds; and recommend extensions on delinquent accounts; correct service records and repair orders received from field crews.
• Make change and issue receipts; pro-rate accounts for established, changed or stopped service; prepare documents for recording and transmitting fees received; maintain daily balances; input debit applications and cancellation information to customer accounts.
• Perform a variety of general accounting duties, including accounts receivable, accounts payable and bank deposits; verify accuracy of checks, payment cards and bank deposits; locate, gather and compile information regarding payments received without payment cards to identify account to be credited; maintain petty cash, daily cash and daily revenue records; and submit daily records; and maintain files and records.
• Perform specialized work involving independent judgment, including database maintenance and customer information billing system activities, as required; update databases to reflect relevant legal information; research and compile information and data for statistical and financial reports/charts from oral direction, rough draft, forms, copy, or notes; maintain a variety of statistical records; and check and tabulate statistical data; perform notary services.
• Calculate required fees in accordance with established policies; calculate, issue and collect payments for various service accounts; ensure accuracy, and all other requirements are met; issue licenses and other business related citations
• Prepare and enter a variety of detailed commands into a computer in order to set parameters for a variety of billing services and reports; produce account statements; prepare backup files for protection of a department database; and update official City maps and records as required.
• Utilize various systems to locate information, retrieve, research and review; determine the status of accounts and conditions; create or make adjustments to service requests; route work requests, follow-up and monitor posting of labor and materials billing; operate 2-way radio or other telecommunication device.
• Create or make adjustments on property/parcels; research and verify correct lot splits, lot mergers, and lot line adjustments; update accounts to provide accurate billing information; update systems and run reports of various computer systems; research and establish correct ownership, change ownership information and deed date; generate inspections; process service records and repair orders received from field crews.
• Confer with management staff regarding division and/or unit operations, procedures and regulations; provide responsible operational support to technical staff, unit supervisor, and lower-level staff; may assist higher level staff with development and revision of procedures; interpret City codes and ordinances, policies, procedures and regulations.
• Participate in the training of staff in various systems, procedures and operations; provide functional direction of lower-level personnel as assigned; participate in the evaluations of subordinate staff; attend meetings as directed.
• Perform notary duties.
• Provide exceptional customer service to those contacted in the course of work.
• Other related duties may also be performed; not all duties listed are necessarily performed by each individual.
  
  

Qualifications

Knowledge of:

• English usage, spelling, grammar and punctuation.
• Basic bookkeeping and record keeping methods.
• Mathematical procedures and calculations, including percentages, calculations, and pro-rations.
• Methods of researching and recording.
• City codes and ordinances, policies, procedures, and regulations of assigned division/department.
• Various rates and fees schedules.
• Assessing maps, as assigned including geographic information system (GIS), parcel, subdivision, etc.
• Methods and equipment used in processing payments.
• Modern office methods, practices, procedures for billing purposes.
• Computer operations, including computer software applications and other specialized business applications.
• Principals of supervision and training.
  
  

Skill In

• Computer keyboard, typewriter and 10-key calculator.
• Working as part of a team.
• Phone skills and diplomacy.
• Computer and Internet searches.
  
  

Ability To

• Exercise tact, judgment and patience in dealing with the public, staff and client departments.
• Utilize specialized computer business applications and systems for account and billing purposes.
• Analyze, read, and prepare schedules, maps, permits, reports, and statements regarding municipal operations.
• Analyze and prepare schedules, reports and statements regarding municipal operations.
• Interpret and apply City regulations and procedures as applicable to billing, fees and collections.
• Work independently with minimal supervision.
• Work any shift, including weekends and holidays is mandatory for some assignments.
• Perform specialized technical work involving independent judgment.
• Type at a speed of not less than 35 net words per minute.
• Perform mathematic calculations.
• Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Perform concurrently multiple complex customer service related duties.
  
  

Experience And Education

Any combination of experience and education that would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience

Two (2) years of progressively responsible journey-level experience performing customer service work responding to customer complaints and inquiries in a public service operation.

Education

Equivalent to the completion of the twelfth grade.

PROOF OF EDUCATION

Should education be used to qualify for this position, then proof of education such as, but not limited to, university/college transcripts and degrees should be submitted with your application and will be required at the time of appointment. Unofficial documents and/or copies are acceptable.

An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. Evaluation of education records will be due at time of appointment.

Probationary Period

Employees must complete twelve (12) months of probation at a satisfactory performance level prior to gaining permanent status.

THE SELECTION PROCEDURE

Please note, the City of Sacramento's preferred method of communication with applicants is via e-mail. As such, please ensure you verify the e-mail address on your application, and check your e-mail frequently, including your spam and junk folders. All e-mail notifications can also be accessed through the governmentjobs.com applicant inbox.

• Application: (Pass/Fail) – All applicants must complete and submit online a City of Sacramento employment application by the final filing deadline;
• Employment applications must be submitted online; paper applications will not be accepted.
• Employment applications will be considered incomplete and will be disqualified:
• If applicants do not list current and/or past job-related experience in the duties area of the "Work Experience" section. Note: Qualifying experience is based on full-time experience (40 hours per week). Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours/week).
• If "see resume" is noted in the "Work Experience" section; a resume will not substitute for the information required in the "Work Experience" section.
• Proof of education such as, but not limited to, university/college transcripts and degrees should be submitted online with your application. Proof of education will be required at time of appointment.
• Position/job titles will not be considered in determining eligibility for meeting the minimum qualifications for this position.
• If you’re requesting Veteran’s credit, a copy of your DD214 must be submitted online with your application or emailed to the Employment Office by the final filing deadline. Information regarding the use of Veteran’s credit can be found in the Civil Service Board rules under rule 4.9C.
• Applicants are responsible for attaching a copy of their DD214 to each position for which they apply.
• Training and Experience Exam: (Weighted 100%) – The questions located at the end of the application are the Training and Experience (T&E) Exam. Responses to the T&E questions will be rated and scored. This exam will evaluate the relevance, level, and progression of a candidate's education, training and experience. The exam score will determine your ranking on the eligible list for this job. When completing the T&E questions, please note:
• Responses to the T&E questions must be submitted online; paper questionnaires will not be accepted.
• A resume will not substitute for the information required in the T&E questions.
• Eligibility: Candidates who pass the Training and Experience Test will be placed on the eligible list. The hiring department may contact candidates for interview at any time during the life of the one-year list. Candidate’s eligibility expires one year from the date of notification of a passing score for the Customer Service Specialist examination.
• Screening Committee: (Pass/Fail)– All candidates that pass the examination and are in one of the top three ranks will have their application forwarded to the hiring department for review. The hiring department will select the most competitive applications for further consideration. Human Resources will only evaluate employment applications for the minimum qualifications, as stated on the job announcement, for applications selected by the hiring department.
• Conditional Hire: Upon receipt of a conditional offer, the selected candidate must complete and pass Live Scan/fingerprinting. If applicable, candidates may also need to pass a pre-employment medical exam, controlled substance and/or alcohol test, and possess any required licensure or certification prior to receiving a start date from the Department. Failure to meet these prerequisites will be grounds for withdrawal of your conditional offer of employment.
  
  
Questions

For questions concerning this job announcement and the application process:


• Please visit https://www.governmentjobs.com/Home/ApplicationGuide for a comprehensive, step-by-step guide to the application process.
• For technical support between 6 AM - 5 PM PT, contact Live Applicant Support at (855) 524-5627.
• Visit the City of Sacramento Human Resources Department website at https://www.cityofsacramento.gov/HR/employment;
• Send an email to employment@cityofsacramento.org; or
• Call the Human Resources Department at (916) 808-5726
  
  
Bilingual Pay

Did you know that the City offers bilingual pay? That's right, most labor agreements offer the option of providing employees with bilingual pay if the department deems it to be operationally necessary.

Pension Reform Act

The City of Sacramento is covered by the California Public Employees' Retirement System, and as such, must adhere to the California Public Employee's Pension Reform Act (PEPRA) of 2013. Please note that the provisions within this act may affect or impact an applicant's eligibility and/or selection for open vacancies at the City of Sacramento.

Equal Opportunity Employer

The City of Sacramento is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Additional Information

Civil Service Rules: https://www.cityofsacramento.gov/content/dam/portal/hr/documentlibrary/CivilServiceBoardRules62012.pdf

Union Contracts:https://www.cityofsacramento.gov/HR/labor-agreements.html

Salary Schedule: https://www.cityofsacramento.gov/content/dam/portal/hr/documentlibrary/SalarySchedule.pdf

01

APPLICATION: I understand my application must meet the minimum qualifications for consideration of employment with the City of Sacramento. The experience I list in the duties area of the "Work Experience" section of the employment application will be used to determine if I meet the minimum qualifications as stated on the job announcement. A resume, responses to the supplemental questions requiring a narrative response, employment history listed elsewhere in the application or attachments will not substitute for the information required in the "Work Experience" section of the employment application. Position/job titles will not be considered in determining eligibility for meeting the minimum qualifications for this position. Note: Qualifying experience is based on full-time experience (40 hours per week). Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours/week). Please refer to the City of Sacramento's Applicant Resources Page for Screening Instructions: https://www.cityofsacramento.gov/HR/employment


• Yes
  
  
02

PROOF OF EDUCATION: To qualify for this classification you may use any combination of education and/or experience as listed to provide required knowledge, skills, and abilities. I understand proof of education such as, but not limited to, university/college transcripts and degrees should be submitted with my application and will be required at the time of appointment if I am using education to qualify for this position. Please refer to the City of Sacramento's Proof of Education Requirements (https://www.cityofsacramento.gov/HR/employment) for information on accepted documentation.


• Yes
  
  
03

EDUCATION CONFIRMATION: If I am using education to qualify for this position, I attest I possess or will possess the following level of education by time of appointment if I am selected for this position.


• No units from an accredited college or university
• Less than 30 semester or 45 quarter units from an accredited college or university
• 30 semester or 45 quarter units from an accredited college or university
• 60 semester or 90 quarter units from an accredited college or university
• Associates Degree
• 90 semester or 135 quarter units from an accredited college or university
• Bachelors Degree
• Masters Degree
• Doctorate
  
  
04

TRAINING AND EXPERIENCE EXAMINATION: The following questions are the Training and Experience (T&E) Examination. In addition to the City of Sacramento employment application, applicants must complete and submit online responses to the T&E questions. This exam will evaluate the relevance, level, and progression of a candidate's education, training and experience. Therefore, your responses to the T&E Exam questions should be thorough and complete because the exam score will determine your ranking on the eligible list for this job. In accordance with the City of Sacramento's Racial and Gender Equity Action Plan (RGEAP), this examination contains non-binary names and pronouns. For additional information regarding the City's RGEAP, please copy and paste the following link into a web browser: https://www.cityofsacramento.gov/content/dam/portal/hr/Divisions/ode/workforce-equity-documents/Full-RGEAP.pdf I understand and agree to the above instructions.


• Yes
  
  
05

Select the one option that best describes your experience performing transactional duties such as issuing invoices and receipts, or processing payments for various services, licenses, and permits.


• Four years or more
• At least three years, but less than four years
• At least two years, but less than three years
• At least one year, but less than two years
• Less than one year
  
  
06

Select all the software programs you are proficient in and use on a regular basis in the administration of your job and/or education.


• Microsoft Outlook or equivalent
• Microsoft Word or equivalent
• Microsoft Excel or equivalent
• Microsoft PowerPoint or equivalent
• Microsoft Access or equivalent
• Microsoft Visio or equivalent
• Adobe Acrobat Professional or equivalent
• Geographic Information System (GIS) software or equivalent
• Customer Relationship Manager (CRM) software or equivalent customer service software
• Accounting software or equivalent
• None of the above
  
  
07

Select the one option that best describes your experience analyzing and interpreting regulations and/or policies to calculate accuracy of a customer’s bill or service charge.


• Four years or more
• At least three years, but less than four years
• At least two years, but less than three years
• At least one year, but less than two years
• Less than one year
  
  
08

Select all the boxes that best describe the strategies you have used to respond to a customer/client’s inquiry and/or complaint.


• Ask customer/client open ended questions allowing time for the customer/client to respond to gather information
• Active Listening
• Write notes on customer/client’s responses
• Determine which records, files, and/or databases need to be accessed/reviewed
• Research, review, and interpret any existing files, records, or billing statements
• Review any documentation provided by the customer/client
• Verify accuracy of documents and/or records
• Reconcile errors and modify account transactions
• Document any resolution or steps taken to resolve the question/complaint
• Confirm all questions have been answered
• None of the above
  
  
09

Select the one option that best describes your experience explaining complex rules, policies, fee structures, and/or permit requirements to a colleague seeking assistance in responding to a public/customer complaint or inquiry.


• Four years or more
• At least three years, but less than four years
• At least two years, but less than three years
• At least one year, but less than two years
• Less than one year
• Required Question